ComplaintsforDura Medical, LLC

• Initial Complaint

  06/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Friday June 24, 2022 at 1:15 PM, I received a voicemail message from Janice B******* asking me to contact them. I did not get a chance to call before business hours ended; however when I did call she advised she cancelled my June 30, 2022 appointment that I scheduled about 3-4 weeks prior with Angela S*******. Janice informed me she cancelled my appointment because my credit card was not on file. I informed her that my credit card was on file because I had a payment plan that was set up with the billing department and their facility had been taking payments from my credit card account on more than one occasion with the most recent transaction being 10 days ago. Of course I was livid because I schedule my appointments around work schedule and everything else I have going on. So here I am needless to say I am without my appointment that was cancelled at the convenience of Janice B*******. People make appointments for a reason and appointments should not be cancelled within a couple days of the scheduled appointment especially since the reason given made no sense at all because my credit card was on file. I even have a text message of me communicating with billing department regarding the payment on file because she transposed one of my credit card numbers. Needless to say I have to start all over with my treatments ALL because Janice B******* cancelled my appointment for NO REASON and did not have merit to do so. "And then Janice says well we can get you back on track. " I don't need to get back on track. I needed my appointment that I scheduled on June 30, 2022. I really liked my physician and hoped to have continued seeing her as she was helping me with my treatments. But unfortunately Janet B******* ruined my relationship with this company needless to say. I will NEVER utilize this company going forward. This company wan'ts you to schedule appoints way ahead of time but then cancels within a couple days of your scheduled appointment. Go figure.

  Business response

  08/12/2022

  Business Response /* (1000, 6, 2022/07/01) */ Mrs.****** was contacted by Janice B******* on 6.24.22 and 6.27.22 advising that she needed to contact the office in 24hrs to update her form of payment on file on. Janice left a message on 6.27.22 that if by 12pm, we did not have a response the visit will be cancelled, the patient contacted the office on 6.28.22. We needed the patient's approval to add additional charges into her existing patient payment plan as her balance on the account was high. The patient also received texts from the billing department on 6.24.22 stating she needed to contact the office before her appointment on 6.30.22 The purpose for the patient to contact our office was to avoid for her account balance to be higher than the $404 that she currently owes and could not afford the upcoming visits. The practice will be taking additional steps for this not happened again going forward. Our goal is to treat patients and make a difference on their well being. The patient was contacted by the billing department on 7.1.22 to explained the reason why a credit card was needed, as the additional charges were not place on a payment plan the system, per the agreement to keep credit card on file charges any patient responsibility that is due from the patient, since the patient transaction declined, the credit card agreement goes off the EMR system. The patient was offered another appointment and refused as she was still mad her appointment was cancel within 24 hrs due to nonpayment for her prior visits. Janice stated as per the conversation that occurred on 6.28.22, the patient was furious and would not listened to what she had to say, her visit could have been rescheduled as she had originally on 6.30.22 at 900am, if she would have taken the time and have a normal conversation with Janice.Due to the patients erratic behavior and the used of cursing language to our Office Manager the appointment could not be rescheduled. Consumer Response /* (3000, 8, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their response because what they did to me was wrong. Even the billing department confirmed that Janice was wrong in cancelling my appointment and they were going to change their procedures after my incident. The billing department kept saying she was trying to make it right with me because she knew Janice was wrong for canceling my appointment. Also it's odd that they said they text me. I would have text back as I have communicated with them over text messages prior to this incident. The billing department also said she don't know what happened to my credit card information that was on file and said something must have happened with their system. I still have the same account/same car number and nothing changed as a payment had just been taking from my account and an agreement with the billing department had been made. There was no issue of returned payments or anything getting declined and you took a payment from me the week prior than when they claimed they text me. Janice could not give me my same appointment. That she cancelled at her leisure. I went to their facility asking for help and this is the type of assistance that is given. But lesson learned. I will be sure to tell everyone I know about my experience that will hopefully guide them elsewhere. Business Response /* (4000, 10, 2022/07/18) */ Mrs.****** was informed by the billing department that the her credit card was not longer on file because the annual agreement was expired in order to add her new balance. Our office only keeps credit cards on file up to year and the full credit card information is not stored in our systems. The billing department did mentioned that the appointment should not have been cancelled The patient did not want to listened when she was contacted by Janice and the appointment that was cancelled within the 24 hrs, would most likely be given back to the patient, however the patient manners were not quite from a respected individual, she does not have the right to mistreat our employees by using expletive words. Patient was contacted via text on 6/24/22 and no response was received. See text message sent to the patient below. ****** ****** ************* DURA MEDICAL LLC. ************* 6/24, 1:12 PM Good afternoon ******, this is Yanely at Dura Medical, please call the office at ************ to take care of your account balance before your upcoming appointment on 6/30/22. Thank you The patient was offered another appointment and she did refused to make another appointment due to the circumstances that her appointment was cancelled within the 24 hours. Consumer Response /* (4200, 12, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let me explain how Dura Medical provided false information about not having my account on file. On 7/15/2022, a few days ago, Chase Bank informed me Dura Medical attempted to take $50 from my account. With that said, if my account information was expired and not on file in their system why was an attempt to take funds from the account made after the fact, on 7/15/2022, after this complaint was made to BBB? But yet cancelled my appointment in error because you said my account information had expired and not on file. I remain furious about this situation because I was wrongfully handled by Janice for cancelling my appointment because so needed that specific day and time and not when Janice sees fit for when I should make my appointment. Service should not be denied to any patient seeking medical attention especially when all the information was on file. Business Response /* (4000, 14, 2022/07/27) */ The practice never provided false information to the patient. If the patient feel she was mistreated or misinformed, it is totally up to her understanding of the payment plan card agreement. The payment was taken from the patient account from the initial payment plan made, the additional patient responsibility was not part of her initial agreement. It is up to the patient to maintain a good standing on her account balance, not the practice. If the appointment was cancelled by Janice at the office, is because the patient failed to comply with the directions given via voicemail and text. Thank you. Consumer Response /* (4200, 16, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) My appointment was scheduled 3-4 weeks prior to my appointment. My appointment was cancelled within a couple business days of my scheduled appointment. The reason I was given was that my credit card information was not on file but a payment had been taken from my account a week prior by their facility and continues to be taken from my account as of this complaint. At the time the appointment was scheduled, the facility should have informed that my appointment would be cancelled by Janice 2 days prior to my appointment for not having my credit card information on file. There wasn't an issue because arrangements were made and my credit card was on file. Again, the billing department made arrangements with me and everything about the arrangement was being followed. In addition, my previous appointment (prior to the cancelled appointment) there was no indication that a payment was needed to be made in full prior to that appointment or my credit card information so why would I think that Janice would cancel this appointment for what she says "not having my credit card on file.". In addition, they are still taking payments out of my account with July 15, 2022 being the last time a payment was taken out. But yet you cancelled my appointment as if no payments were being made and no credit card information was on file and as if I was not in compliance. It was already confirmed by the billing department Janice errored in cancelling my appointment and also advised going forward they will be changing the way they handle appointments because my appointment should not have been cancelled. This facility has ruined my well being. Yes, a call was made to me Thursday afternoon. Unfortunately I did not have access to the message until late Friday. The facility is closed on the weekend. If there was an issue, this should have been disclosed at the time the appointment was made with the facility. The facility let 3-4 weeks go by without contacting me and then tells me that my appointment is cancelled because I didn't respond the very next day after they called me. This is unacceptable and I will no longer do business with them and will not refer any business to them. Who wouldn't be upset that their appointment is cancelled after you have waited 3-4 weeks for no valid reason. In other words I was denied treatment and in the business they are in, they should be cautious about people's well being before cancelling their appointment wrongfully.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩